The other day, we had 2 ladies come into the restaurant. We took their order and they both requested for drinks that had, in their words, “less sugar”. Not a problem, considering we made drinks with less sugar all the time.
They then proceeded to sit themselves down in the food court. When their food was ready, we called them up to the counter so they could get their meals.
The problem began when they took the first sip of their drinks. “Oh my god, are you trying to kill me? We both have a sugar problem and these drinks are way too sweet”
Here’s the problem: our staff had no idea these two customers had a sugar problem because it was never brought up when they were ordering. Despite the drinks having reduced sugar, the customers thought we were intentionally trying to kill them.
Yes, they said they wanted less sugar in their drinks. Yes, we already reduced the sugar in their drinks. However, the customers made a huge fuss over our service and had already made up their minds about our restaurant being in the wrong.
There’s only so much you can do in customer service. From an operational perspective, we can do everything right and even then have people coming through the door to give you a poor review.
The customer isn’t always right, but the customer has a mind of their own.